We’re Hiring | Team Lead – Customer Care Operations (Refunds & Retention) Are you skilled at managing customer escalations, improving retention, and handling refund operations? Join BrightCHAMPS and help us deliver exceptional customer experiences while reducing customer churn.

Location:
Bengaluru Shift: Night Shift

Experience:
3–6 Years

Key Responsibilities
• Lead the customer care operations team handling refunds, cancellations, and customer retention.
• Manage critical customer escalations and ensure timely, effective resolutions.
• Develop strategies to reduce cancellations, improve retention, and enhance customer satisfaction.
• Monitor team performance against KPIs such as CSAT, TAT, refund turnaround time, and retention rate.
• Ensure adherence to refund policies, SOPs, and quality standards.




• Analyse customer feedback and refund trends to identify process improvement opportunities.
• Coach team members on customer communication, objection handling, and retention strategies.
• Collaborate with cross-functional teams to streamline refund processes and improve customer experience.
• Requirements
• 3–6 years of experience in customer care, customer success, retention, or refund operations.
• Prior team-handling experience is preferred.
• Solid communication, problem-solving, and escalation management skills.
• Experience tracking customer service metrics and improving operational performance.
• EdTech or other customer-centric industry experience is an advantage.

📌 Team lead (Bengaluru)
🏢 BrightChamps
📍 Bengaluru